Enter and view: Royal Shrewsbury Hospital Clinic 4 – Head and Neck

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Summary of report content

Healthwatch Shropshire gather information on people’s experiences of health and social care services and there are times when it is appropriate for Healthwatch Shropshire to see and hear for themselves how services are being delivered: these visits are called ‘Enter and View’, they are not inspections. Healthwatch Shropshire visited Royal Shrewsbury Hospital Clinic 4 – Head and Neck on 17/05/2018 and 11/06/2018. The summary of findings highlighted areas in relation to patient feedback, staff feedback and observation. These findings informed that the waiting area is small for the number of patients who attend the clinic. Two patients told Healthwatch Shropshire they did not like to leave the waiting area to get drinks or go to the toilet in case they missed being called. Reception staff did not cover for each other, leaving some patients confused and without information. The consulting rooms are well equipped, but there is no room for privacy or for confidential advice when the clinic is busy. Generally, both the quality of information about their condition and the treatment itself were highly rated by patients. Patients praised the support offered by volunteers for people attending audiology. The recommendations within the report state the practice should review the level of privacy available to patients at reception. The practice should review the suitability of the waiting area for the number of patients attending the clinic at times, e.g. the Monday afternoon clinic. Ensure that a room is always available for confidential discussions with patients of Clinic 4. Engage with patients about how they would like to receive information about their condition / prognosis when a private space is not available. Consideration to be given to adjusting the speed of changing screens on the electronic display panel so that people have time to read the information. Consideration to be given to relocating the sign to the toilets so that it can be seen from the waiting area. Ensure that Reception staff are available for audiology and clinic 4 at all times.

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General details

Report title 
Enter and view: Royal Shrewsbury Hospital Clinic 4 – Head and Neck
Local Healthwatch 
Healthwatch Shropshire
Date of publication 
Wednesday, 22 August, 2018
Date evidence capture began 
Thursday, 17 May, 2018
Date evidence capture finished 
Monday, 11 June, 2018
Type of report 
Enter and view
Key themes 
Administration
Booking appointments
Building and facilities
Health and safety
Information providing
Quality of staffing
Quality of treatment
Healthwatch reference number 
Rep-7257

Methodology and approach

Was the work undertaken at the request of another organisation? 
No
What type of organisation requested the work 
N/A
Primary research method used 
Observation
Structured interview
Survey
How was the information collected? 
Visit to provider
If an Enter and View methodology was applied, was the visit announced or unannounced? 
Announced

Details of health and care services included in the report

Secondary care services 
Acute services without overnight beds / listed acute services with or without overnight beds

Details of people who shared their views

Number of people who shared their views 
25
Age group 
Not known
Gender 
Not known
Ethnicity 
Not known
Sexual orientation 
Not known
Does the information include public's views? 
Yes
Does the information include carer's, friend's or relative's views? 
No
Does the information include staff's views? 
No
Types of health and care professionals engaged 
N/A
Does the information include other people's views? 
No
What was the main sentiment of the people who shared their views? 
Mixed

Outcomes and impact

Were recommendations made by local Healthwatch in the report? 
Yes
Does the information contain a response from a provider? 
Yes action has been taken or promised
Is there evidence of impact in the report? 
No
Is there evidence of impact external to the report? 
No
What type of impact was determined? 
Implied Impact

Network Impact
Relationships that exist locally, regionally, nationally have benefited from the work undertaken in the report
 
Implied Impact
Where it is implied that change may occur in the future as a result of Healthwatch work. This can be implied in a provider  response, press release or other source. Implied impact can become tangible impact once change has occurred.
 
Tangible Impact
There is evidence of change that can be directly attributed to Healthwatch work undertaken in the report.